RunE2E Overview

RunE2E Overview - Service

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Your service team is on the front lines, building relationships and helping customers. With RunCRM, give them the tools they need to make every customer contact a success.

Call Center Service - Provide superior customer service with tools that help you manage incoming calls, customer interactions, service requests, quotes, appointments, and customer products and warranties.

Service Order Management - Manage the entire service order process, from creating a service request, to dispatching a technician, to confirming completion, through to billing and evaluating service.

Service Contract Management - Manage service contracts to ensure consistent service offerings, pricing, discounts and terms across a range of related service contracts.

Complaints and Returns - Manage the entire complaints and returns process—from capturing a customer’s complaint, to the inbound delivery of the defective product, through to the creation of a credit memo for the customer. Customers can create and track their returns and requests for a credit, exchange, or replacement.

Installed Base Management - Enable your customers to register their products online—for each of their registered products, they can view the warranty or create a service request.

Warranty Management - Track product warranties, which customers can see on the web for their registered products. When a service order is created, the system automatically checks whether a warranty exists.

Resource Planning - Manage and optimize your service resources, so you can assign the right resource to the right request at the right time. Using the scheduling engine, you can provide customers with several appointment options and an accurate estimate of when their service technician will arrive.

Customer Service CRM
There are more channels than ever through which customers can contact your company, making customer service CRM vital for streamlined and efficient management.

The goals of businesses implementing customer service CRM vary. Some seek a comprehensive view into customer history. Others want to deliver a consistent customer experience across all of their contact channels. Still others want to turn customer contacts into revenue-generation opportunities.

Whatever your goals, RunE2E’s customer service CRM software can help.

Call Center CRM
The call center is often the hub of your business. That’s why call center CRM is vital.

Call Center CRM from RunE2E is a real-time collaboration and communication platform that gives customer service agents timely information on each customer’s interaction history and account status. All this happens through an enhanced web-based interaction center from SAP supporting all industry-specific transactions of your call center.

As is the case with any call center CRM, features and support are key. RunE2E offers a total solution including:

• Activity management and monitoring
• Complaints management
• Standard customer service processes
• Interactive scripting and alerting
• Knowledge base and solution database

When integrated with SAP Business Communications Management (BCM) software, our call center CRM represents a total solution that streamlines customer contacts and enhances the management and performance of any call center.